Matt Baird has supported the Social Housing sector for more than 11 years in a multitude of ways, as Host of The Social Housing Round Table, as Co-Chair of the Board for Spring Housing, as a Social Housing Recruiter for over 11 years or as the host of events such as the South-West CIH Conference in 2023.

As someone with a real passion for the sector and a morale compass focused on those most in need, his ventures have always aimed to ensure the voices of all are heard whilst also encouraging debate and discussion which moves conversations and ideas forward, rather than leaves in a vacuum of complaining. He has recruited Heads of, Managers and Officers of Complaints teams nationally, keeping his finger on the pulse of such an ever-changing market whilst also consulting and guiding those he supports to truly value input from our own specialists and those externally.

Of his ventures, the most well-known is The Social Housing Round Table, a free weekly networking event for anyone and everyone to try and create change for the sector. It takes place on Zoom every Tuesday at 11am and with sessions covering everything from complaints and customer services through to sector culture and the risk register, it’s a place to encourage the sector to be honest with itself and truly get to the core of how we can make much needed change.

Verity Richards joined the Housing Ombudsman as the Head of Dispute Support in March 2021 after spending over 12 years working at a large, national housing association in various roles. She is a Member of the Chartered Management Institute and the Chartered Institute of Housing and uses her skills and experience to ensure that we intervene fairly where there is evidence of delays in complaint handling by member landlords.

Since joining the Housing Ombudsman, Verity has overseen the expansion of our Dispute Support teams, developed our Customer Charter, refined our approach to managing unacceptable behaviours and delivered operational changes to case handling following changes set out in the Building Safety Act. Verity is the operational lead for the interactive online portal, having been involved in its design, development and trial prior to roll out in 2023.

Her current focus is leading operational change in response to the Social Housing (Regulation) Act 20203 to ensure that landlords comply with the statutory Complaint Handing Code and that a strategic, intelligence-led approach is embedded in the Dispute Support function.

Geanna has over 20 years’ experience working in the social housing sector in executive and senior management roles.

She has a post graduate diploma in housing from the London School of Economics.

Geanna is the Board’s Member Responsible for Complaints (MRC).